For wired connections, make sure the cable is connected to the printer Ethernet port and to an available port on the router. If the green link is not steady and the orange activity light is not blinking, restart the router, printer, and computer to resolve any network error states.

If you have a connection issue when scanning only, continue to the next step.

Step 2: Restart devices and check driver scan settings

Restarting the computer and printer can restore the lost scan connection.

Turn off the printer.

Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.

Close all running programs on your computer, and then shut down the computer.

Turn on the printer.

Turn on the computer.

Search Windows for your printer model name, and then click the printer name in the list of results.

If HP Printer Assistant opens, click Scan a Document or Photo or Manage Scan to Computer, and then make sure the check box is selected next to Automatically start Scan to Computer when I log onto Windows.

Step 3: Check the network and printer connection status

Make sure your network is working correctly and the printer is ready for scanning.

Make sure the printer is connected to the network.

Wireless network connection: On the printer, open the Wireless network or Settings menu to make sure the wireless signal is turned on. Make sure the Wireless icon light is on and steady.

Wired network connection: Make sure the cable is connected to the printer Ethernet port and to an available port on the router. The green link light should be steady, and the orange activity light should blink.

Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID. If the printer supports 5.0 GHz, connect it to the 5.0 GHz band SSID.

On the computer, mouse over the network icon in the notification area to view the network name and status of the connection.

note:

If you are using a Virtual Private Network (VPN), disconnect from it when trying to scan.

If the network shown is not yours (for instance, if you connected to a neighbor's or guest network), you must reconnect to your own network to scan.

If the network signal strength is weak, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move away from devices that emit radio signals such as microwaves and cordless phones.

If the network status is not connected, confirm that your network is working correctly, and then check the status again. Make sure a check mark displays next to the network name.

If an Airplane icon displays, click the icon, slide the Airplane mode slider to Off, and then connect to your wireless network.

Try to scan.

If the error persists, continue to the next step.

Step 4: Run the Print and Scan Doctor

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

After the Print and Scan Doctor opens, click Fix Scanning to review a list of issues and fixes.

In the Print and Scan Doctor results screen, view the list of actionable results.

If you see white checkmarks, the printer passed the tests.

If you see a white wrench, Print and Scan Doctor found an issue and repaired it.

If you see yellow exclamation points, the test failed and required user action, but the step was skipped.

If you see a red X, follow the on-screen instructions to resolve the issue.

Click Test Scan or Skip.

If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.

If you need to change the operating system, click Change, select your version, and then click Change.

Under the Driver heading, click Download.

During the installation, select the Typical or Recommended type of installation when prompted by the software installer.

If the error persists, continue to the next step.

Step 7: Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a service in the Windows operating system that supports communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

Search Windows for view local services, and then click the View local services Control panel setting in the list of results.

The Services window opens.

Find Windows Image Acquisition (WIA) in the Name column and look at the Status and Startup type values.

If the status is 'Started' and the Startup type is 'Automatic', WIA is running correctly. Skip to the next step.

If the status is 'Disabled', right-click Windows Image Acquisition (WIA), click Properties, click the General tab, click Start under the Service status, and then select Automatic from the Startup type dropdown menu.

note:

If you cannot start WIA, make sure the following services are also Started and set as the Automatic startup type.

Remote Procedure Call (RPC)

Shell Hardware Detection

RPC Endpoint Mapper

DCOM Server Process Launcher

Try to scan.

If the error persists, continue to the next step.

Step 8: Temporarily disable firewall software on the computer

Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers. Use the Print and Scan Doctor to identify and temporarily disable firewall software on your computer.

Return to the Print and Scan Doctor, click Network, and then click Troubleshoot Firewalls.

Click the name of any firewall software on your system that has an Enabled status, and then click Disable.

Try to scan.

If you can scan, consult the firewall software support site to change settings such as security level, trusted zones, and open ports to allow communication with your printer. After changing the settings, re-enable the firewall in the Print and Scan Doctor.

If you cannot scan, the firewall software is not causing the issue. Re-enable the firewall in the Print and Scan Doctor, and then continue to the next step.

Step 9: Try other scanning options

Use these workarounds to scan if the previous steps did not resolve the issue. Some workarounds might be unavailable depending on the printer. Try one of the other workarounds if the first method you tried did not work.

Scan with the Windows Scan app (Windows 10)

Use the Scan app for Windows 10 to scan a photo or document.

Place the document or photo that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF), if your printer has one.

Search Windows for Scan, and then click the Scan app in the list of results.

If the Scan app does not display in the list, install Windows Scan (in English) from the Windows Store.

If Source is an available option, select where you loaded your document or photo.

Click Show more to change settings such as Color mode, Resolution, and where to save the file.

Click Scan.

Scan with Paint

Use Windows Paint to scan a photo or document.

Video of scanning with Paint

The following video demonstrates how to scan in Windows 8 with Paint.

Load the item on the scanner glass or in the document feeder.

caution:

Do not load photos in the ADF.

Search Windows for paint, and then click the Paint in the list of results.

Click File or the menu icon , and then click From scanner or camera.

Select a color option for the type of image or document you are scanning. To change brightness, contrast, and resolution settings, click Adjust the quality of the scanned picture.

Click Scan.

In the File menu, click Save as.

Scan with Windows Fax and Scan

Use Windows Fax and Scan to scan a photo or document.

Video of scanning with Windows Fax and Scan

The following video demonstrates how to scan in Windows 8 with Windows Fax and Scan.

Place the item on the scanner glass or load it into the automatic document feeder (ADF).

Search Windows for fax, and then click Windows Fax and Scan in the list of results.

Click New Scan.

Select your printer, click OK, and then click Scan.

Scan with the HP Scan and Capture app (Windows 8 and 10)

Scan in Windows 8 and Windows 10 using the HP Scan and Capture app. The free app is available in the Windows Store.

Place the item you want to scan on the scanner glass or load it into the document feeder.

Open Start, and then click HP Scan and Capture.

Click the menu icon, and then select Settings.

Click Select Device.

Select your HP printer.

Click Photo Scan Options to change any settings, and then click the back arrow.

Click outside the Settings menu, and then click Capture Photos.

Click Save.

A window opens to save to a folder on your computer.

Scan from the printer Embedded Web Server

Use the Webscan feature in the printer Embedded Web Server (EWS) to scan.

Get the printer's IP address from the printer control panel or by printing a network configuration page.

Type the IP address in the address line of a web browser, and then press Enter.

The printer Embedded Web Server (EWS) opens.

note:

Make sure that pop-up windows are not blocked in the browser. If you try to scan with pop-up windows blocked, the scan fails.

On the Scan tab, click the Webscan application.

Select the Image type, and then click Scan.

Right-click the scan in the browser window, click Save Picture as, and then click Save.

Frequently asked questions (FAQs)

Review these frequently asked questions about scan issues.

What if I cannot scan after upgrading to Windows 10?

After upgrading your computer to Windows 10, you can no longer scan from the printer or the computer. Use these steps to fix the problem and enable scanning.

Step 1: Confirm all Windows updates installed

Part of the Windows 10 upgrade process includes installing important software updates to support full functionality of the computer and connected devices. If all updates failed to install, your printer might not work as expected. Make sure Windows installed all updates and is set to install them automatically.

Search Windows for change device installation, and then click the Change device installation settings Control panel setting in the list of results.

Select Install updates automatically from the Important updates dropdown menu.

Search Windows for Windows update, and then click the Windows Update Control panel setting in the list of results.

Click Check for updates.

If updates are available, wait for them to install, restart the computer, and then try to print. If you can print, the issue is resolved.

If updates are not available or you still cannot print, continue to the next step.

What if 'Error 0x800xxxxx' displays after running Windows Update?

If Windows Update reports a problem installing some updates and lists your printer name with Error 0x800xxxxx or a similar number, use these steps to resolve the error.

Search Windows for device manager, and then click Device Manager in the list of results.

Click Printers.

Right-click Unknown device, and then select Uninstall to remove it.

note:

If you do not see your printer name in the Printers folder, skip to the step to reinstall the print driver.

Step 2: Run the HP Print and Scan Doctor

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing and scanning problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

If you can scan, the issue is resolved.

If you cannot scan, continue to the next step.

Step 3: Uninstall the HP driver and software

Uninstall the HP print driver and software that might cause the scanning issue.

Disconnect the USB cable from the printer, if necessary.

In Windows, search for and open the Control Panel.

Click Programs and Features.

In the list of installed programs, click your HP printer name, and then click Uninstall or Yes.

Follow the on-screen instructions to complete the software removal.

Restart the computer.

Step 4: Reinstall the HP driver and software

After uninstalling the software, go to HP Customer Support to download the most current version of the full feature software for your printer.

note:

As an alternative method to downloading the software, you can use the installation disc if it includes the Windows 10 driver.

Turn on the printer.

Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.

What if I cannot connect the printer to my network?

For detailed information on how to connect your printer, or if you get an error message when trying to connect, go to HP Customer Support, enter your printer model, and then search for the document on installing your printer for a wired or wireless connection or for the error message that displays.

Wireless network connection

Try these recommendations and procedures to troubleshoot and avoid wireless connectivity issues.

Restart the printer and the computer: Restarting the computer and the printer can clear error conditions.

Confirm the printer connection and network name: On the printer, make sure the blue light next to the Wireless icon is on and steady. Open the Wireless network menu to make sure the printer is connected to the same network as your computer.

Move the printer and router closer together: Move the printer and the computer closer to your wireless router, to within 6 ft (1.8 m). Wireless signals are weaker at greater distances between the printer and the router.

Manually connect the printer to the network: Many HP printers have a Wireless Setup Wizard on the printer control panel network or wireless settings menus. Follow the on-screen instructions to connect the printer to the network.

Restart the router: If you are experiencing a slow or intermittent wireless connection, restart your router. Consult your router manufacturer, Internet service provider, or network administrator for instructions on how to restart the router.

Check the router band setting: Many routers operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is turned on and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.

Check your firewall software: Your firewall software might prevent the printer from accessing the computer. Accept or allow any firewall messages that display during the printer software download and installation. You can also configure the software to allow HP downloads and installations.

Check for obstructions between the printer and the router: Remove any metal objects between the printer, the computer, and the access point (router). Objects such as refrigerators or metal bookcases can interfere with wireless signals.

Check for other devices that emit radio and wireless signals: Move any devices that emit radio signals, such as microwaves and cordless telephones, farther away from the printer.

Set the IP address on the printer: Your printer can bypass automatic IP address assignment by DHCP and use any valid IP address you choose. Use the control panel menu to type an IP address that is valid for use on your local area network.

Wired (Ethernet) connection

Try these tips and procedures to troubleshoot and avoid wired network connectivity issues.

Restart the printer and the computer: Restarting the computer and the printer can clear error conditions.

Confirm the network connection: Confirm that your printer is connected to the wired network by checking the cable and the lights on the printer’s Ethernet port. The green link light should be steady, and the orange activity light should blink when the cable is connected.

Check the cable: Examine the Ethernet cable attached to the rear of the printer to make sure that it is not a phone cable (Ethernet cables and phone cables look similar but are different sizes).

Ethernet Cable

Phone Cable

Reconnect the cable: Disconnect, and then reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the router.